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Bilingual Quality Assurance Analyst

Austin, United States

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

Learn more: http://www.viaplus.com

ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

More information:
https://www.vinci-concessions.com/en/vinci-highways
https://www.linkedin.com/company/vinci-highways/
@VINCIConcess
JOB PROFILE: Quality Assurance Analyst (Bilingual)
JOB LOCATION: Austin, TX (on-site)
SUMMARY:
The Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of ViaPlus call and contact center employees who deal with existing and potential customers. The QA Analyst will listen to and monitor inbound and outbound calls, review emails responses to assess communication technical accuracy, evaluate customer service performance, and conformity to ViaPlus policies and procedures. The successful candidate will work closely with various departments to assess processes and recommend potential improvements.
JOB RESPONSIBILITIES:

The following items outline the major duties and responsibilities in addition, other duties may be assigned.

Evaluate English and Spanish customer interactions to identify areas of service delivery that meet performance standards and areas that did not meet performance standards.
Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
Assist in drafting quality assurance policies and procedures.
Investigate customer complaints and customer service issues.
Interact with operations during QA Calibration Sessions.
Provide feedback in accordance with procedures to Quality Manager, Call Center Operations, and Call Center Leadership. Provide timely coaching requests to Supervisor to ensure continuous improvement.
Participates in the design of call monitoring processes and scorecards.
Uses quality monitoring data to compile and track performance at team and individual level.
Provides actionable data to various internal support groups as needed.
Prepares and analyzes internal and external quality reports for management staff review.

Other duties may be assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strong analytical and problem-solving skills.
Excellent communication skills, both written and verbal. (Bilingual Preferred)
Meticulous attention to detail.
Ability to develop, create, and utilize spreadsheet software (Microsoft Excel), and Word processing software (Microsoft Word) daily.
Strong organizational skills with ability to meet deadlines.
Writes with proper grammar, punctuation, and professionalism.
Experience performing quality audits.
Familiarity with quality performance standards.
Experience with QA procedures and tools.
Demonstrates ability to work independently.
Experience working with Quality Management Systems.

Data analysis skills.

EDUCATION & EXPERIENCE:

3+ years as Call Center Experience
Quality Assurance Experience a plus
Bachelor's degree in applicable field of study preferred or equivalent combination of education, certification and job experience may be considered.

SUPERVISORY RESPONSIBILITIES
N/A
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

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